Detailed job description and main responsibilities

Principal Responsibilities:

Complaints, Concerns, Comments and Compliments

Provide effective leadership to team members within the Corporate Complaints and Patient Advise Liaison Service (PALs), utilising specialist knowledge of complaints

processes, advising and guiding as appropriate with the administration of formal and informal complaints and the handling of PALs activity.

•              Provide full support to team staff in relation to the provision of a personal, effective and efficient service to patients, service users, relatives, carers and Trust staff.

•              Ensure that investigations undertaken and written complaints responses provided are appropriate, thorough and compliant with both Trust and national policies.

•              Monitor Social media including via NHS choices and ensure information is disseminated to relevant departments work closely with staff and managers to resolve complaints, comments in a timely and efficient way

•              Assess the most appropriate approach to a solution through negotiation with the patient and staff involved using knowledge of the Trust’s structures and operational procedures whilst aiming to achieve timely local resolution.

•              Supervise in the assessment of individual situations to differentiate between issues that can be resolved informally and those that warrant further formal investigation.

•              Contribute new ideas to developing complaints handling within the Trust and the work of the clinical governance team.

•              Identify priorities for action, taking account of national and local priorities, such as NHSLA, national reports and guidance papers e.g. Care Quality Commission Standards, NSFs, NICE guidance etc.

•              Manage the team’s complaints caseload, liaising with Clinical Governance & Risk Coordinators who are responsible for providing investigation reports and complaints responses. This involves supporting staff and reviewing responses to ensure they cover all aspects of the original complaint, including any statutory requirements.

•              Manage a team of staff including appraisal, staff development, sickness absence and conduct and capability

•              Provide non-clinical advice to patients/clients and be responsible for escalating a concern or complaint where patient safety appears to be at risk.

•              Analyse, understand and log complex data relating to complaints and PALs activity.

•              Provide day to day management of volunteer staff members as required.

•              Exercise initiative and discretion on a day to day basis, working with issues which are likely to be sensitive or contentious, or whilst dealing with angry and upset service users.

•              Monitor and advise on staffing rota’s, ensuring appropriate levels of cover are maintained within the Corporate Complaints office, and the PALs team.

•              Lead and advise team members in the handling of highly emotive and occasionally distressing interactions with upset, angry or grieving service users.

•              Contribute to the mechanism that will ensure staff are appraised of outcomes of investigations, reports and actions recommended resulting from complaints.

•              Liaise with representatives from the Parliamentary & Health Services Ombudsman, Social Services, General Professional Councils, Advocacy Services and other relevant external parties as necessary.

• Contribute to the mechanism that will ensure recommendations and actions from Ombudsman enquiries are fully implemented, monitored and reported, ensuring that records are updated and appropriate actions taken.

• Actively promote the work and role of the Complaints & PALS team within the Trust through design, development and dissemination of publicity materials.

• Maintain corporate records of complaints, concerns, compliments & comments using the Trust’s Datix risk management system.

• To provide in-depth analysis and interpretation of patient feedback, and other patient safety quality information from commissioned services to inform decision making.

• To liaise with external agencies on issues relating to the clinical aspects of Complaints management process and ensuring learning is disseminated.

• To lead the assurance process for complaints management process when quality of care lapses and safety concerns have been identified, analysing and synthesising information to produce comprehensive reports and action plans.

Patient Advice & Liaison Service

• Lead the PALS team performing PALs activities and assist in the provision of a personal, visible and accessible Patient Advice and Liaison Service (PALs), playing an active part in ensuring that service user interaction with the Trust is as easy as possible. Provide advice and support directly to patients and service users, ensuring that they are directed on to the appropriate clinical departments as required. Advise team members in signposting patients, service users and/or carers on to support and interpreting services as appropriate

• Offer practical support and advice to team members providing PALs services.

• Contribute to the production of high quality information about Trust services, care and treatments, etc, and provide information to patients, service users and/or carers and the public in relation to support and other organisations as appropriate.

• Ensure the Complaints & PALS information on the Trust’s websites are up to date and to make additions and changes as required.

• Lead in the maintenance of corporate records of PALs contacts using the Trust’s Datix risk management System.

• The Complaints Manager is required to have a sound understanding of the Complaints Policy and ensure it meets the legal requirements. The manager will lead the reviewing and updating of the policy in line with any legislative changes.

Analysis and Management Reporting

• Contribute to monitoring, analysis and evaluation of complaints clusters, themes, trends and concerns, social media concerns raised on Twitter and Facebook highlighting problem or apparent risk areas and any subsequent changes in or improvement practice that have taken place. This will include monthly report writing and dashboards for the clinical service governance meetings, and any other relevant forums.

• Lead on the compilation of monthly reports that will advise the Trust Executive Board, including trend analysis, highlighting risk and influencing service improvement.

General Duties:

• Enter all enquiries onto the DATIX system, ensuring all records are accurate, enabling efficient management of the PALS department and the PALS processes. Maintain accurate and contemporaneous records on the Trust’s DATIX system.

• Plan, organise and take full responsibility of your workload, acting independently within appropriate guidelines and where necessary referring to PALS Manager.

• Communicate under pressure, remaining calm and avoiding conflict, including dealing with people who may be in a highly emotional state or recently bereaved. These difficult conversations may be planned or unplanned.

• Use highly refined communication skills to show empathy and compassion when liaising with patients, relatives and carers.

• Draft written responses to PALS concerns, using a high standard of grammar and punctuation.

• Respond to all PALS concerns within the timescale set by the Trust and monitor own workload to ensure response times are met.

• Have an understanding and ability to differentiate between issues that can be dealt with very quickly (PALS concerns) and do not need to go through the formal complaint process.

• Ensure that the PALS processes adhere to Data Protection/ Confidentiality/ Caldicott / GDPR principles.

• Adhere to the PHSO best practice guidelines to differentiate between early resolution and closer look concerns, dealing with none routine enquiries.

• Actively promote diversity, including race diversity, across the Trust.  Generate and sustain relationships that promote dignity, rights and responsibilities. Identify and take action to address discrimination and oppression.

• Assume a central role in problem solving and service co-ordination to ensure patients and carers receive high standards of seamless quality care.

• Work in collaboration with the interdisciplinary teams throughout the Trust to support and compliment their care and the quality of the service provided.

Role Responsibilities:

•  Monitor and maintain the health, safety and security of self and any practitioners in work area. Identify risks in work activities and develops strategies to manage these effectively. Practice within risk management/ occupational health legislation and Trust procedures.

•  Develop own skills, taking responsibility for continuing professional development and performance.

•  This job description should be regarded as a guide to the planned duties and responsibilities of the post.  The description is not exhaustive and will be subject to periodic review in consultation with the post-holder.